Safiya Maha

Experience

• 

  MTN

  Jan 2018 - now

  Regional Customer Operations Manager -Northeast Franchise Operations – MTN

  • Grew regional revenue YOY from N921M to N1.2B, to N1.5B and 1.9B, representing 123%, 138% and 124% growth respectively.• Achieved over 60% of 1.5B revenue during the Covid-19 locked down in 2020• Grew franchise partners’ commission base between 16% to 30% over the previous years.• Achieved over 120% adoption and utilization of MOMO, Ayoba App & MyMTN App, contributing over 40% of divisional target 2021• NPS consistently improved from 77% to 90% and improved quality from 80% to 95% respectively• Boosted employee and stakeholder engagement and achieved a 9/10 ratio• Trained and onboarded over 500 permanent and contract employees across 6 states in the Northeast with Plateau State inclusive.• Acted in a Senior manager capacity-Customer Operations North (Jan-June,2019); I ensured all three sub-regional operations in the capacity enumerated below: Show less

• 

  MTN Nigeria

  Jan 2018 - now

  Regional Customer Operations Manager | Jan 2018 – Present

  Financial KPI:Drive sales of electronic recharge through retail and middle channels and the support of fixed wireless and mobile broadband to homes and organization within assigned territory, powered the adoption and utilization of mobile financial services (Fintech) through retail channels across the northeastern region; conceptualized and implemented plans to improve the sales of enterprise products and support customer user experience on products.Customer KPIEstablished an excellent customer service framework by improving turnaround time for customers at every touchpoint with majorly guest concept and other initiatives. Provided customer service and experience management oversight and leadership to achieve a 10/10 distinct Net Promoter score. Internal Processes KPI• Process and People Monitoring: drive service culture and team empowerment through timely communications.• Franchise Operation Management: Set up brainstorming sessions with partners and teams to effectively manage franchise operations.• Regional Operations: Conducted and actively participated in 1 visit per outlet bi-Weekly to effectively manage regional operations.• QA Compliance: Developed procedures for operations and implemented quality controls.to ensure overall regional QA compliance for all outlets in the region, and mitigate QA indictment on any regional outlet.People (Learning & Growth) KPI:• Explored underutilized capabilities of a team and encouraged their commitment to personal and professional development that leads to the improvement of overall business productivity.• Self & Team Development: Achieved 50% interventions in Direct Reports Personal Development Plan for the year, facilitated at least 2 Knowledge Share sessions monthly.Stakeholders Management KPI:• Providing support for the completion of projects to improve service level.• Managing stakeholder internal collaborations and divisional collaborations for regional operations optimization. Show less